Search results

In an experience economy, the alternative options for higher education are varied; resulting in competition and a deliberate focus on student experience to create competitive advantage. In this regard, the various constituents of the university, including the library, are required to transform the organisational culture, specifically, the service culture, to engage students in a way that creates a memorable experience. In response, The UWI, Mona Library re-launched its Customer Service programme: using an in-house inspired 10 element service model, with initiatives aimed at realising each element, the library purposed to build a service culture. This paper seeks to assess employees' perception of the impact of the initiatives of this model.

This survey research employed individual interviews to assess employees' perception of the impact of the initiatives of the service model, with the objective of refining the model, where needed, for continued use in the Mona Library, and for use in libraries desirous of implementing the model.

The initiatives of the service model are creating the desired customer service culture and aspects have been identified for refinement.

The model is based on the needs, experiences, history, culture and strategic priorities of one Caribbean university library. It centres on the employees and their perception. As such, it focuses less on the product, space and the external customer; but it is hoped that by focusing on the employees (specifically creating a service culture amongst them) that this will ultimately impact product, space and the overall customer experience.

Provides the top priorities and considerations for a practicing Caribbean / developing country academic library manger, with an interest in a model for nurturing service culture amongst the employees.

This paper is of value as it centres on creating a service culture, rather than on the usual customer service satisfaction survey, offers a service model and adds to the literature on customer service in academic libraries.

Biennially, the Association of College & Research Libraries (ACRL), a division of the American Library Association, publishes a report on the top trends and issues affecting academic libraries in higher education. Harris (2016) used the trends and issues reported by the ACRL to inform a document and thematic analysis of publications written on Jamaican academic librarianship 2010-2016, to investigate the trends and issues in Jamaican academic librarianship. Harris’ (2016) paper however noted that a survey of the chief librarian in each library, regarding their perceptions of the trends and issues would be a useful follow-up to her study, and cited this as a limitation/implication of her paper. The purpose of this paper is to address the above limitation and is therefore the follow-up to Harris’ (2016) paper.

The chief librarians in five of the six local university libraries were surveyed to provide insights into the trends and issues in Jamaican academic libraries at the university level.

Acquisitions, budget, staffing, communicating value, digital preservation and curation, mobile environment, collaboration, scholarly communication, information technology, space, higher education, user behaviour and expectations and information literacy are the top trends and issues in Jamaican academic libraries at the university level.

This survey seeks to complement rather than contest Harris’ (2016) research. Perhaps a useful follow-up to both papers would be biennial updates. Additionally, a survey of the trends and issues in all types of academic libraries throughout the English-speaking Caribbean would be a useful follow-up.

This paper is of value, as it is the first survey of trends and issues in Jamaican academic librarianship. It enriches the existing document and thematic analytical research on trends and issues in Jamaican academic libraries by adding an empirical component. It also increases the number of publications, on trends and issues in Jamaican academic librarianship, from one to two, and allows voices from the English-speaking Caribbean (Jamaica) to be incorporated into the literature dedicated to trends and issues in academic libraries.

Observing trends and issues plays a key role in the success of any industry. Since 2010, the Association of College & Research Libraries (ACRL) has been publishing papers on top trends and issues in academic libraries in the USA, allowing for reflection, tracking, lesson drawing, adaptation, planning and direction. Such a publication is absent in the Jamaican library industry. This paper aims to examine the extent to which these trends and issues, as reported by ACRL, are evident in Jamaican academic librarianship.

Through document and thematic analysis of publications written on Jamaican academic librarianship 2010-2016, this paper highlights trends and issues in Jamaican academic librarianship.

There are similarities in the trends and issues in Jamaican academic librarianship and American academic librarianship; the similarities sometimes vary, however, in focus. Additionally, there are trends and issues in Jamaican academic librarianship not mentioned in the literature reviewed on American academic librarianship and vice versa.

A survey of the chief librarians’ perceptions regarding the trends and issues would be a useful follow-up.

This paper allows for reflection, comparison, benchmarking, lesson-drawing, planning and direction for academic libraries and other types of libraries in Jamaica and the rest of the developing world.

The gaps highlighted, particularly those with the most potential, can be discussed with the objective of exploring how these can be translated into new or revised services for the community of users.

This paper is of value, as there is no publication with an explicit focus on trends and issues in Jamaican academic libraries; this paper will be the first publication on trends and issues in Jamaican academic librarianship. In this regard, this paper makes an important contribution to the literature on academic librarianship generally, and to the literature on Caribbean and Jamaican academic librarianship, specifically.

Academic libraries do not operate in a vacuum; they must co-exist with change and competition on all levels. In order to succeed, they must know their internal strengths in order to take advantage of opportunities, whilst avoiding threats and addressing weaknesses. A SWOT analysis of Jamaican academic libraries can yield strategic insights for academic library praxis in Jamaica, the Caribbean, and the globe. The paper aims to discuss these issues.

Survey and discussion group were engaged for the five local academic libraries in higher education in Jamaica.

Human resources and support are the most recurrent themes in the reported strengths, weaknesses, opportunities and threats.

This paper focused on local academic libraries in higher education (university level) in Jamaica. A survey of academic libraries at all levels, and using more detailed strategic analytical tools, would be a useful follow up.

This paper provides academic library managers and the national/regional library associations with a situational analysis of Jamaican academic librarianship, which can be used to inform future planning and management of library and information services. Additionally, the findings can inform the Latin America and Caribbean section of international library documents on trends, issues and future position of academic libraries globally.

This paper is of value as it is the first published scholarly documentation on the strengths, weaknesses, opportunities and threats in academic librarianship in Jamaica. In this regard, it makes a useful contribution to the dearth of literature on SWOT analyses of academic libraries per country. It may also represent a starting point for looking at solutions and emerging challenges in a Caribbean academic library environment and should help to focus on the need for continuing innovation.

This paper examined the impact of the novel coronavirus pandemic (known as COVID-19) on Jamaican academic libraries, during the first six months, with an emphasis on revealed library strengths, biggest impact, lessons learned and plans for library business continuity.

The local academic libraries in higher education in Jamaica (also referred to in this paper as university libraries) were surveyed.

The coronavirus pandemic revealed strengths in the areas of staffing and library modality and had the biggest impact on the latter. Lessons were learned in preparedness, communication, documentation, collaboration, staffing, library modality, and infrastructure/systems, which together shaped plans for library business re-opening/continuity.

This paper captures the initial response of Jamaican Academic Libraries (JAL) to the first six months of the COVID-19 pandemic. Information on COVID-19 is rapidly evolving, and the preliminary initial response of Jamaica is neither the final nor complete response to the pandemic. As such, a follow-up survey of months 7–12 would be useful. Also, a survey of all English-speaking Caribbean academic libraries would be of value to library evidence and practice.

The COVID-19 pandemic has revealed a gap in the literature on library disaster management in general but also specifically on pandemic preparedness and management, and library business continuity during a pandemic. Using JAL' response, this paper proposes: “A Pandemic Preparedness Business Continuity Planning Checklist for Jamaican Academic Libraries”, which can be adopted/adapted in other Caribbean/developing country academic libraries, as well as other library types in Jamaica, which currently look to the understudied university libraries for leadership.

This paper is the first scholarly paper on the impact of the COVID-19 pandemic on university libraries in the Jamaican / English-speaking Caribbean, with a focus on revealed strengths, biggest impact, lessons learned, plans for library business re-opening/continuity. As the scholarly literature on pandemic management in Caribbean academic libraries is non-existent, this paper seeks to fill this gap, albeit incrementally. Additionally, the findings can inform the Latin America and Caribbean section of international library papers on COVID-19 impact on academic libraries globally.

This paper examined the impact of the coronavirus disease 2019 (COVID-19) pandemic on people, place, product and services in Jamaican academic libraries. It also compares the Jamaican academic library’s COVID-19 experience with US academic library’s COVID-19 preliminary experience.

The local academic libraries in higher education in Jamaica (also referred to in this paper as university libraries) were surveyed.

Government mandates, university mandates and the absence of a vaccine influenced academic library response. The measures implemented, though unplanned and developed on-the-go, constituted a behavioural change model (BCM). COVID-19 has had a positive-negative impact on library people, place, product and services and has created a new normal for Jamaican academic libraries.

This paper captures the preliminary response of Jamaican academic libraries to the first wave of the COVID-19 pandemic and its impact on library people, place, product and services. As such, a follow-up survey on changes, challenges, strengths, impact, lessons and plans would be a useful complement to this paper. As COVID-19 information is rapidly evolving, this preliminary response of Jamaica is neither the final nor complete response to the pandemic.

The COVID-19 pandemic has revealed a gap in the literature on disaster management generally and pandemic management in particular, and on the management of health disasters in academic libraries; this paper seeks to fill this gap, albeit incrementally, through Jamaica's preliminary response to the COVID-19 pandemic.

This paper gives voice to the Caribbean academic library’s COVID-19 experience, through the voice of Jamaica. It is the first scholarly paper on the impact of COVID-19 on university libraries in the Jamaican / English-speaking Caribbean, and so presents the elements of the BCM implemented by Jamaica, which provides an important guide to Caribbean academic library leaders. The findings can also inform the Latin American and Caribbean section of international library papers on COVID-19 impact on academic libraries globally.

Collection content is no longer the primary distinctive signifier of excellence in the present libraries. In an information market where technology has increased access to content, thereby providing resources at one’s fingertips, the provision of services is increasingly becoming a distinctive signifier of excellence and quality. In such an open/service-oriented marketplace, what are the services that are signifiers of excellence and consequently distinguish a library? This paper aims to review select literature within the USA to identify the services that are signifiers of excellence and that will consequently distinguish a library in the current era and investigate the extent to which said services identified in the review of the literature are provided by the University of the West Indies (UWI) Mona library, but focus specifically on only those that meet the additional criteria of placing the UWI Mona library as either the first to introduce the service in Jamaica or as the only library in Jamaica with the particular service offering. These two additional criteria provide the added signature or uniqueness essential to being distinguished.

Through the use of a mixed methods research, this paper highlights library service offerings considered as distinctive signifiers of excellence within the American literature and also within the UWI Mona Library – that will distinguish a library.

This paper reveals services incorporating technology, the library as a place/space, teaching and research and personal attention to users as distinctive signifiers of excellence. In this regard, within the UWI Mona Library, services offered such as the Virtual Reference Service, Extended Opening Service, Halls of Residence Librarian Service, Information Commons Service, Information Literacy Service and the West Indies and Special Collection Research Service were found to incorporate the aforementioned service themes and placed the UWI Mona library as either the first to introduce the service in Jamaica or as the only library in Jamaica with the particular service offering, consequently distinguishing the UWI Mona Library from other academic libraries in Jamaica.

This paper is of value, as it provides the library and information community with an outline of services that distinguish a library; it offers library managers in Jamaica and the rest of the world the opportunity to compare services in their libraries with that of other libraries as outlined within the literature review as well as within the UWI Mona library; it highlights how the UWI Mona library, an academic library in the Caribbean, compares on the international library scene, with particular reference to the USA; it informs current and potential library users of how the UWI Mona library is trending in service culture and a focus on distinctive services can promote a community of academic library service best practice.